Travel insurer refused volcano claim? Fight them all the way.

jamesn_2

Like many people, my travel insurer (Europ Assistance) has rejected my volcano claim out of hand. In my case they said that "volcano ash" is not "adverse weather" which I am covered for. I find this argument highly dubious and weasel words.

I am stuck abroad with my baby and 32 week pregnant partner. My insurer should cover me for £2500 for delay and additional travel costs. If I had this money I could buy train tickets for us all to get home.

I think that if enough people complain to their insurers, the financial ombudsman, their MP, the papers etc then maybe all the insurers will agree to cover people stranded abroad.

It is scandalous that most insurers are refusing to cover us.

I have already contacted the financial ombudsman and I urge everyone else affected to do the same.

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

If the ombudsman does not work then I will take them to court.

Does anyone have any other suggestions or ideas?

dzug1

There is no point in contacting the Ombudsman until you have exhausted the insurance company's own complaints procedure and got a 'deadlock' letter.

Otherwise all power to your arm. I am certain this issue WILL land up in court eventually.

paparossco

Don't know if this helps, details of the 'denied boarding' legislation. It depends is you are flying with an EU based airline.

http://europa.eu/legislation_summaries/consumers/protection_of_consumers/l24173_en.htm

jamiewalton76

I am insured by the same people and have also been "advised" that I am not covered even though part of my insurance covers flight cancellations. They have directed me to the small print advising their policies do not cover extra losses incurred for hotel and meal fees, basically protecting themselves to any kind of losses if your flight is cancelled.

My wife is also pregnant and isn't far off the timescale where she is advised not to fly and the added worry cant be helping her. Plus the UK goverment only seem concerned about how to return european based UK travellers back home, I've yet to find any kind of discussion from the UK goverment regards UK travellers stuck further afield with no chance of catching a ferry, train or hiring a car to return to the UK.

I was supposed to fly home this Sunday gone, this has been changed to next Sunday. However, if the situation gets worse again due to the recent worsening eruptions and airspace is closed again, how the hell am I going to get home and continue to pay my way whilst Im stranded in the US?.

On a lighter note, at least its sunny over here ;-)

jamesn_2

dzug1 wrote: »

There is no point in contacting the Ombudsman until you have exhausted the insurance company's own complaints procedure and got a 'deadlock' letter.

Otherwise all power to your arm. I am certain this issue WILL land up in court eventually.

Not quite true! The ombudsman told me this:

"We can send details of your complaint to the business on your behalf – if you send us a completed complaint form telling us the relevant details. Our complaint form is on our website at the web address above. Or you can phone us directly on 0845 080 1800 (office hours) to give us details of your complaint – which we can forward to the business for you."

I reckon the insurance company will take the complaint more seriously if received via the ombudsman.

dzug1

True - but they won't investigate your complaint or try to resolve it until you have that deadlock letter.

I am sure this will rumble on long after the volcano goes dormant.

huckster

jamiewalton76 wrote: »

On a lighter note, at least its sunny over here ;-)

It is sunny and warm here to. It must be the lack of aeroplane vapour trails in the sky!!

The wind is expected to change direction to a southerly Friday/Saturday, so the ash clouds should be blown away from the UK.

The government are liasing with Spain to set up a hub airport There is only a certain amount of capacity for planes to fly to the UK once it gets back to normal. Some people are going to have to transit via coaches, trains and by sea, as they are at the moment. It is going to take a week or so, for those stranded to get back again.

I expect it is going to take court action via a class action, for Insurers to be made to pay up. Perhaps the consumers association will be organising this.

FH_Brit

jamesn wrote: »

Like many people, my travel insurer (Europ Assistance) has rejected my volcano claim out of hand. In my case they said that "volcano ash" is not "adverse weather" which I am covered for. I find this argument highly dubious and weasel words.

I am stuck abroad with my baby and 32 week pregnant partner. My insurer should cover me for £2500 for delay and additional travel costs. If I had this money I could buy train tickets for us all to get home.

I think that if enough people complain to their insurers, the financial ombudsman, their MP, the papers etc then maybe all the insurers will agree to cover people stranded abroad.

It is scandalous that most insurers are refusing to cover us.

I have already contacted the financial ombudsman and I urge everyone else affected to do the same.

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

If the ombudsman does not work then I will take them to court.

Does anyone have any other suggestions or ideas?

You agreed the terms of your policy when you bought it - now because either you bought cheap or that you failed to read the terms and conditions you want the IC to pay up for something you were not covered for.

You complain about it and if you bought enough coverage from a decent IC you would have nothing to moan about.

By the way you partner should not be flying that late into a pregnancy. In the US they will not board you after 24 weeks. Different countries have different rules and airlines sometimes have their own rules but I hae never seen anyone allow a pregnant woman to fly that late.

Encournging people to contact the FOS is counter productive as you will not win (unless there is a goodwill gesture) but you are blocking an already overworked FOS for a case they will not rule in your favour as Europ Assist have said none of their policies are covering it.

FH_Brit

I reckon the insurance company will take the complaint more seriously if received via the ombudsman.[/QUOTE]

Not if they can show you agreed to the T&C's and this was not covered they will fight it.

jamesn_2

FH_Brit wrote: »

You agreed the terms of your policy when you bought it - now because either you bought cheap or that you failed to read the terms and conditions you want the IC to pay up for something you were not covered for.

You complain about it and if you bought enough coverage from a decent IC you would have nothing to moan about.

By the way you partner should not be flying that late into a pregnancy. In the US they will not board you after 24 weeks. Different countries have different rules and airlines sometimes have their own rules but I hae never seen anyone allow a pregnant woman to fly that late.

Encournging people to contact the FOS is counter productive as you will not win (unless there is a goodwill gesture) but you are blocking an already overworked FOS for a case they will not rule in your favour as Europ Assist have said none of their policies are covering it.

1. My compaint is that I am covered - that this is a case of delay / cancellation caused by "adverse weather". Some insurers are taking this view, e.g.:

"Post Office Travel Insurance is not turning down valid claims as a result of the volcanic ash incident for customers who purchased their policy prior to 15 April. We have classified the issue as "Bad Weather" due to its impact on atmospheric conditions and therefore we are considering claims for Delayed Departure and Abandonment."

2. Most ICs are not covering these claims, regardless of price of policy. I did read the policy before I bought it. Unsurprisingly, volcanic ash is not mentioned.

3. I'm not flying to or from the US. My airline (like most in Europe) allow expectant mothers to fly up to 36 weeks of their pregnancy.

jamesn_2

dzug1 wrote: »

True - but they won't investigate your complaint or try to resolve it until you have that deadlock letter.

I am sure this will rumble on long after the volcano goes dormant.

Absolutey. The ombudsman has written to my insurer today.